Have you got what it takes?

We are seeking a passionate and operational Technical Client Support Manager to ensure client satisfaction, adhere to strict SLAs, and achieve overall success against client-focussed OKRs (Objectives & Key Results). You’ll manage both proactive and reactive client support requests, ensuring our clients receive unparalleled service at all times. 

This role is responsible for the successful maintenance, management, and servicing of complex websites and applications across various sectors. Additionally, you will be responsible for managing client accounts on a day-to-day basis, supported by the Client Director and a robust project delivery team.

What we need from you…

You will provide hands-on support to maintain exceptional client experiences. This pivotal role involves working closely with the Client Director to achieve operational excellence, inspire the team, communicate effectively to clients, and champion processes and new ways of working.

Roles & Responsibilities 

Your responsibilities for this role will include: 

  • Oversee day-to-day maintenance and support operations, ensuring all enquiries are handled efficiently and in line with SLAs.
  • Manage complex customer support tickets and escalate recurring issues to appropriate departments.
  • Lead initiatives to improve customer satisfaction, retention, and overall experience, including onboarding.
  • Develop and implement training programs to enhance the skills and knowledge of our support team.
  • Collaborate with other departments to integrate customer insights into product development and marketing strategies.
  • Champion the voice of the customer within the organisation, advocating for their needs and preferences.
  • Lead and participate in cross-functional projects aimed at enhancing the customer support experience.
  • Ensure the team is prepared to manage support spikes during product launches and other key events.
  • Work closely with the Client Director on the overall client strategy, helping to implement new ways of working to enhance the customer experience.
  • Assist the Client Director in achieving operational excellence and traction within the company.
  • Set and track goals to ensure the overall strategy is being met and escalate any issues.

Must Haves

  • Incredibly organised and diligent in managing projects / support activities.
  • 1-2 years of experience in an agency or B2B services business.
  • A good understanding of web, technology, and/or digital transformation (essential).
  • Proven ability to manage help desk activities. 
  • Excellent written and verbal communication skills.
  • Excellent client-facing and internal communication skills.
  • Proficiency in managing help-desks and project management tools. 
  • Technical mindset with a knack for generating compelling written and visual content.
  • Self-motivation with a proactive, can-do attitude is an absolute key. 
  • If you’re ready to bring your talents to a forward-thinking team and make a big impact on our agency support and client growth efforts, we’d love to hear from you. Join us and help shape the future of our organisation with client satisfaction at the core. 

The Perks

At J B Cole UK, we prioritise your wellbeing and professional growth, providing a range of perks and benefits to enhance your work experience and support your personal and career aspirations. For this role, your benefits will include: 

  • Hybrid work environment – Enjoy the flexibility of a hybrid office/home work structure, allowing you to maintain a healthy work-life balance.
  • Professional development – Access a dedicated annual development and training budget to enhance your skills and advance your career.
  • A team that goes the extra mile – Participate in regular team socials and events, fostering a collaborative and engaging work environment.
  • Exclusive discounts – Access Perkbox, offering a variety of exclusive offers and discounts from top brands to save on everyday expenses.
  • Recognition – Earn an additional holiday day (capped) for each year of service, appreciating your dedication and commitment to the company.
  • Career support – Receive guidance and support from an experienced team to facilitate your career advancement within the organization.
  • Social impact – Contribute to personal and charitable projects with support from the company, making a positive difference in the community.
  • Positive work culture – Immerse yourself in a fun and inspiring team culture that encourages creativity, collaboration, and innovation.
  • Role customisation – Enjoy the flexibility to tailor your role to your strengths, empowering you to excel in areas where you shine.
  • Health and wellbeing – Access private healthcare benefits after 2 years of dedicated service, ensuring your health and wellbeing are taken care of.

Job Type: Full-time

Annual salary: Competitive + Bonus Scheme

Location: Manchester, Greater Manchester

Think this sounds like you? Get in touch at careers@jbcole.co.uk

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